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  • Report: #687148

Complaint Review: Empire Today carpet / Steve Silvers

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  • Submitted: Wed, January 26, 2011
  • Updated: Tue, February 01, 2011

  • Reported By: ms — Jersey city New Jersey United States of America
Empire Today carpet / Steve Silvers
333 Northwest Avenue Northlake, Illinois United States of America

Empire Today carpet / Steve Silvers Just dont care about service!!!!!!!!!!!!! Northlake, Illinois

*Author of original report: Tim sherwin fixed the problem

*UPDATE Employee: Business Response

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This company just does not care abour servive at all. The following is what happend during my install of hardwood floor-

My installer showed up alone to do a very small install of hardwood floors after being told that there would be 2 people to do the job. The entire area was only 200sf. Being that he was alone, I had to help lug all of his equipment upstairs and then he had the nerve to ask me to help him move all the furniture in my bedroom. After that I became the second worker for the next 16 hours.

He got there at 10am and around 11am he stated that he had 3 of the wrong boxes of wood and had to leave for about 1.5 hours to pick up the right wood. He stated that when he returned he would be with another installer and that the entire job would take no longer then three hours. He returned about 1.5 hours later and was once again alone. The Part that is extremely unacceptable is that he wasnt done the job until 2am this morning. It took him 16 hours to complete the project. That is just unacceptable by any one's standard.

I paid extra to go with Empire because they are supposed to be the best. Also, please dont take this the wrong way but he didnt speak 1 word of English not 1 word. He kept trying to communicate to me but I had no idea what he was saying and he couldnt get his point across due to lack of the English language. It was so frustrating and shocking that this would happen. I work in an industry where there are people that dont speak English that well and I would never send one of these people to do a job solo.

Please understand that he was very, very nice and the job itself is a good job. I want to make sure that you are made aware of the positives as well. I do not want anyone to get in trouble nor do I want him to feel bad for any of this. I blame the company for only sending one person and as a result of that; I had to be the second person. When I'm paying close to $2000 to get something done in my home, I should not have to be the second worker. So, again, this is not his fault and I dont want him to be spoken to. I just felt the need to tell you about my feelings of Empire. When, I had my in home estimate, Pat told me over and over again how happy I would be with your services and I have been let down. I am extremely disappointed with my decision to go with Empire on this project. I am not the type to complain at all but 16 hours in my house is a little much.

after all of this, I file a formal complaint and Peter from insallations calls me back only to offer me a $75 credit. $75??? are you kidding me. My total bill was around $2000 and he has the never to offer $75. So, I take it up a notch and send an email to their corporate offices who responds to me after 2 days and simply tells me how sorry they are and that I will see the $75 credit in 10 business days. I am now trying to get in touch with the CEO of the company so that he can be informed about what a joke his customer service empolyees are and how awful they are treating those customers who let them know about their issues and try to help better themselves as a company.

I plan to write on the BBB and everyother website I can find, if I do not recieve a fair compensation to their mistakes.


This report was posted on Ripoff Report on 01/26/2011 02:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/Empire-Today-carpet-Steve-Silvers/Northlake-Illinois-60164/Empire-Today-carpet-Steve-Silvers-Just-dont-care-about-service-Northlake-687148. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

Tim sherwin fixed the problem

AUTHOR: mslippoy - (United States of America)

I just wanted to follow up on the report that I filed on 1/31/11. I recieved a call from Tim Sherwin from the head office. Tim was absolutly excellent and solving my issues. He cares about the way people feel and worked very hard at changing my feelings on Empire today. Together we came up with a solution to my concerns and I now feel a lot better about the entire issue.

thank you Tim,

Matt S

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#2 UPDATE Employee

Business Response

AUTHOR: Business Response - (United States of America)

Mr. Slippoy, I have read your post and am truly sorry for your recent installation experience. Our goal is to make home improvements easy and convenient for our customers with professional installation, and I apologize that you did not get the chance to experience this level of service. The situation youve described is not how we normally conduct our installations and we thank you for bringing this to our attention. I was able to locate your account information in our system, and it is my understanding that we have followed back with you to work with you on a resolution. Your satisfaction is very important to us and wed like to help make things right. If you need additional assistance, please do not hesitate to reach out to me directly atcustomersupport@empiretoday.com or contact me via phone at 888-588-2315 x4195. Rebekah Clerk, National Customer Service Manager

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